Feature Requests

Would like to see options for ticket statuses, like "on hold" or "waiting for customer" or "resolved" (resolved, but not closed, because inevitably when you close a ticket they'll reply with a thanks)

Context: We're a dealer that uses Expert Connect internally to manage IT tickets. Issue: We find that it can sometimes be difficult to tell which tickets we need to active, and which are waiting on the staff member to respond. We feel that an 'Awaiting Response' status would help us isolate exactly which tickets require an action from the advisor.

We need to be able to place calls on hold. For instance, when a customer calls for update on a repair I want to put them on hold while bringing up and reviewing the work order or contacting the tech. Or when a call comes in while I am helping someone else at my desk, I want to answer and ask them to hold while I conclude the business I'm currently conducting and will be right back with them.

Case updated the Green assigned tab should turn red

Is there any way to add a sound when receiving a text notification like we do with phone calls? Sometime I don't see when a customer has responded to a text if my ExpertConnect App is not constantly on my screen.

My website dashboard does not always show replies to messages I have sent. It leaves customers unanswered, and makes large-scale messaging projects difficult.

Ability to loop in other advisors or farmers when a ticket with an @mention as you would in Microsoft Teams or other types of software. Would help to help other advisor visibility on a particular ticket

A way to flag a ticket to indicate we need to look into it again or follow up with the customer on this.

Make the Ticket Tags BOLD or a different colour to be more visible while scrolling.

Don't require a phone number to sign up new advisors. We use our X-ID's to log in, why can't we just use those to add new advisors to our teams. This would allow any Dealership employee who isn't issued a company phone to sign up without using their personal phone number.